Cognizant Intelligent Interactions: Elevating your customer experience
summary
Cognizant describes a packaged suite called Cognizant Intelligent Interactions with 25 solutions and CRM connectors that speed migration to Amazon Connect, add conversational and generative AI, speech/text analytics and agent‑assist features. A field study on 5,179 agents reports AI raises productivity by 14% (novices ~35%), and customers see lower AHT (claims up to 50% drop), fewer transfers and higher survey adoption. Demos show dynamic auth, a Cheryl balance journey with fee waiver logged in Customer‑360, and self‑service IVR updates that reduce IT cycles.
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chapters (11)
- 0:00Introduction and welcome
- 2:08The great acceleration in CX
- 8:07Intelligent orchestration principles
- 10:57Shifting from transactional to value-based
- 13:50AI and human judgment in CX
- 17:55AI as a mentor for agents
- 20:06AI impact on call center performance
- 23:00Future of contact centers as experience centers
- 26:46Cognizant Intelligent Interactions overview
- 31:23Case studies and benefits
- 33:36Roadmap and next steps
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